Release Note

Chapter 3 Descriptions of Historical Reports
Report Details
3-52
Cisco Unified CCX Historical Reports User Guide, Release 7.0(1)
Percentage of
Service Level Met—
Only Handled
Percentage of handled calls handled within the time shown in the Service Level
field. A call is considered to be handled when an agent picks up the call. This
value is calculated as follows:
(Number of calls handled within service level / Number of calls handled) *
100%
Percentage of
Service Level Met—
Without Abandon
Percentage of presented calls, not counting abandoned calls, handled within the
time shown in the Service Level field. This value is calculated as follows:
(Number of calls handled within service level / (Number of calls presented –
Number of calls abandoned within service level) * 100%
Percentage of
Service Level Met—
Positive Abandon
Percentage of presented calls handled or abandoned within the time shown in the
Service Level field. For this value, calls abandoned within the time shown in the
Service Level field are considered to have met that service level. This value is
calculated as follows:
((Number of calls handled within service level + Number of calls abandoned
within service level) / Number of calls presented) * 100%
Percentage of
Service Level Met—
Negative Abandon
Percentage of presented calls handled within the time shown in the Service
Level field. For this value, calls abandoned within the time shown in the Service
Level field are considered to have not met that service level. This value is
calculated as follows:
(Number of calls handled within service level / Number of calls presented) *
100%
Calls Presented Number of calls routed to the CSQ, whether or not an agent picked up the call.
Calls Handled Number and percentage of calls handled by the CSQ. A call is considered to be
handled when an agent picks up the call. The percentage is calculated as follows:
(number of calls handled) / (number of calls presented) * 100%
Field (continued) Description (continued)